Customer Relations Specialist
Danzas AEI Emirates LLC - Al Tayer Group
Total des années d'expérience :8 years, 3 Mois
Functional Area : Customer Service
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informing customer on shipment status, exceptions and provides intermediate updates on incident solution
• Providing spot quotations and closes contract
• Taking and handling customer inquiries e.g. Track and Trace
• Developing relationship with allocated customers
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
• Taking and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Taking and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
• Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
• To ensure all Pre-alerts are gone on timely manner.
• To ensure all POD’s are updated in customer system before the dead line.
• Functional Area : Operations
Handling one of the precious accounts in Danzas which is Samsung and managing day to day operations of Samsung Mobile Phones and Spare Parts.
Performing booking and booking optimization according to internal guidelines as defined by product and where needed, to follow the escalation matrix protocol.
Preparing, controlling and distributing all required Export documents to counterparts (carrier, consignee, supplier, etc.) complying with regulations and internal procedures
Checking responses from counterparts and finalizes validation of required documents
Supporting Customer Service in the incident and exception management resolution
Maintaining excellent relationships with GHA/Port Authorities & suppliers
Performing IT systems related tasks to provide up to date information on shipment
Creating and confirms transport order to ensure timely pickup of the shipment
To ensure files for clearances are timely released and if any unfit documents found, same need to be informed to responsible party by highlighting discrepancies.
To ensure all timestamps are updated on real time basis
To ensure all export files are closed in a timely manner by filing the required set of supporting documents and accurately carryout the costing before handed over the files to finance team for billing with proper track & records
Implementing and prioritize emergency and contingency plan on unexpected situations like peak inbound volumes.
To ensure adherence to special commodity handling instructions for DGR, VAL and temporary export shipments.
Coordinating shipment papers and physical flow via Lead/Hub station in a way that additional storage charges debited by third parties, such as airlines, airport handling agents or authorities, are avoided
Ensures that customer requirements are met and takes corrective actions in case of deviations from customer requirements
Interacting with Customer Service, Product, and Global Service Centers.
o Worked on software called My Register where we accredit suppliers and sub-contractors based on Carillion policy.
o Making contacts with different suppliers and sub-contractors through cold-calling and meetings.
o Creating list of suppliers and sub-contractors to process further for Procurement.
• Working on software (Microsoft Dynamics AX 2012) which is about Enterprise Resource Planning (ERP) based on business process management software that allows an organization to manage the business and other back office functions.
• Monitoring the operational systems, procedures and processes of Mattresses.
• Working on Microsoft Excel, doing the stock updating of Foams and units produced by the workers in 1 day.
• Production report and analysis.
• Design of foam storage area in shop floor.
• Working on Purchase and Sales order for Production department.
• Making an Incentive reports for all the workers working in Mattress section.
• Assist in production process optimization - Study production times in various sections, facility layout and suggest improvement methods
• Worked under Planning manager as a Project Planner for construction of safety measures used in buildings, hotel etc. that includes air-conditioning and ventilation systems, fire-fighting systems and wet services including plumbing and drainage system.
• Worked in Microsoft Excel, making the monthly progress reports for the company.